Consumer Engagement Services Technology Adoption Specialist

Consumer Engagement Services Technology Adoption Specialist

Join to apply for the Consumer Engagement Services Technology Adoption Specialist role at Nestlé

Location: Lisbon, Portugal

Full-time / Hybrid Work – 2 days per week at the office (aligned with our current Policy)

Position Summary

The CES Support Specialist supports the technical ecosystem of the CES Operations Center based in Lisbon that supports the operations of consumer engagement for several Euro markets, with the right level of priority and readiness, engaging with internal and external partners while being able to deal with a complex organizational model and several stakeholders.

A day in the life of. . .

• Supports Telephony solution requests and issues. Update and maintain the IVR flows, queues, dashboards and user management. (L2 support and triage process). Provide technical support to users who are experiencing problems with the tool, including troubleshooting.
• Supports the CES supervisors and CES Performance Team Leadership from Nestlé Integrated Marketing Services (NBS – IMS) on ad‑hoc projects.
• Supports CRM tool in admin tasks, new technical integrations and support on the automation needed.
• Supports projects implementation, ensuring proper roll‑out and making sure actions and deadlines are performed and met.
• Supports chat‑bot, integration with other systems (CRM) software, content management systems (CMS), and social media platforms, managing the chatbot's content, including creating new content, updating existing content, and removing outdated content. Provides technical support to users who are experiencing problems with the chatbot, including troubleshooting, technical issues, and helping users navigate the chatbot's functionality and providing solutions to technical problems.
• Supports ways of working optimization, increasing CES projects effectiveness and efficiency. Participates in pilots and POC. Drives initiatives of automation and self‑service capabilities.
• Gathers project feedback and maps learnings, aiming to improve project rollout quality.
• Continuously gathers opportunities and ideas to improve the tools and technology.
• Stays up to date with tech trends and brings new ideas to improve operations.
• Increases the adoption of the contact center tools and technology by leveraging the different features and functions to improve user experience.

What will make you successful

• College degree in Computer Science, Software Engineering, Information Technology, or related fields such as computer networking and hardware.
• Knowledge in CTI systems and Salesforce Service Cloud.
• Technology savvy and deep understanding of computer and hardware systems.
• High problem‑solving skills, enabling an IT support specialist to identify issues and tackle them efficiently.
• Well‑developed oral and written communication and interpersonal skills, allowing the specialist to understand and handle client or staff requirements and report to upper management.
• Proven English skills: writing, reading, speaking.
• Clear communication skills (team collaboration, call, chat, email, tickets, etc. ) with excellent response times.
• Team‑oriented mentality and attitude, approaching work with empathy, enthusiasm, ownership, responsibility, adaptability, balance, and resilience.
• Experience managing and leading the launch/roll‑out of projects.

What we offer

Here at NBS Lisbon we care about our talents, and we continuously work to have our teams engaged and our people achieving their best professional performance, without forgetting personal development and work‑life balance. Joining NBS Lisbon will bring you:

• Development of expertise in Nestlé’s Shared Services Business.
• Immersion in a culturally diverse team.
• Local and international exposure.
• Flexible working environment.
• Engagement and wellbeing activities.
• Competitive salary and annual bonus according to your performance.
• Meal Card.
• Flex Benefits – at NBS Lisbon you can choose the benefit that suits you best.
• Part of the Nestlé Club with discounts at several partners.
• Free coffee (and good coffee).
• Company laptop and other equipment according to professional needs.
• Medical support available at the office.
• Free shuttle.
• E‑learning courses and training program to get you where you aim to be.
• Career progression and possibilities for international career.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Customer Service, Business Development, and Information Technology

Industry

Food and Beverage Services